Version
Include the full DeskVault version and build number. Website product captures reflect the interface prepared for DeskVault 26.1015.685.
DeskVault support
Useful help,
without your secrets.
Get help with DeskVault on macOS. Start with the checks below or email Zeran Labs with enough context to reproduce the problem safely.
Start here
Three facts solve many support mysteries.
Before writing, note the DeskVault version shown in the app, your macOS version, and the last action that worked as expected.
Context
Tell us whether the issue affects import, unlock, playback, preview, export, iCloud backup, or restore.
Reproduction
List the smallest sequence that causes the issue, what you expected, and what happened instead.
01 / Requirements
Before you begin
DeskVault requires macOS 14.6 or later. Keep macOS current, use a strong Mac login password, and consider enabling FileVault. iCloud Backup also requires iCloud Drive to be available for the Apple Account signed in on the Mac.
02 / First setup
A location, a lock, and an independent key copy
- Choose the folder that will contain the Vault.
- Set an app password and, on supported Macs, decide whether to use Touch ID for convenient unlocking.
- Set the Vault Encryption Key and save your own offline copy somewhere separate from the Mac.
- Import a non-critical test file, open it in DeskVault, then export and verify it before moving irreplaceable material.
Recovery is part of setup
Do not rely on a key that exists only on the same Mac as the Vault. Zeran Labs cannot reconstruct a password or Vault Encryption Key that it never receives.
03 / Unlock and recovery
Password and Touch ID
Touch ID is a convenience path provided by macOS; keep the app password available. Repeated incorrect attempts can trigger a temporary lockout. If Touch ID is unavailable, wait for any active authentication prompt to finish and use the password path.
If you can still unlock DeskVault, review the saved Vault Encryption Key in Settings → Encryption & Backup and confirm your offline copy. Never email either credential to support.
04 / Files
Import, view, play, and export
DeskVault supports common PDFs, images, audio, and video inside the encrypted workspace. If a file does not open, first confirm that the original file opens in a trusted macOS app, then try a small file of the same format. For playback problems, include the container and codec when known, but do not send private media unless support explicitly offers a safe diagnostic method.
Readable exports are ordinary files outside DeskVault’s protection boundary. Verify the destination before exporting and remove temporary copies when the task is complete.
05 / iCloud backup
Backup selected encrypted material
Set a Vault Encryption Key before enabling iCloud Backup. Mark only the files you want to make eligible, then use Complete & Back Up. The operation restores eligible files that are missing locally before publishing the current eligible backup set. Existing local files are not overwritten.
If backup is unavailable, confirm that iCloud Drive is enabled, the Mac is online, and DeskVault has finished any key migration. To remove the remote recovery copy, use Settings → Encryption & Backup → Delete iCloud Backup. Turning the feature off and deleting the existing backup are separate decisions.
06 / Troubleshooting
Safe checks before contacting us
- Quit DeskVault normally, reopen it, and reproduce the issue once.
- Confirm sufficient free local storage and, for backup, available iCloud storage.
- Check whether the issue affects one file, one format, or every Vault item.
- For LAN Import, keep both devices on the same trusted local network and restart the pairing flow.
- Record the exact on-screen error text and time of the attempt.
07 / Contact
Send a useful support request
Email support@zeranlabs.com. Include your DeskVault version, macOS version, Mac model or chip, expected result, actual result, and reproducible steps. Screenshots should be cropped or redacted so filenames and personal content are not exposed.
Never sendApp passwordVault Encryption KeyUnredacted private filesApple Account password
Still blocked?
Tell us what happened, not what is hidden inside.
Most issues can be investigated with version information, exact steps, and redacted screenshots.